Operations & Support Specialist

The Role:
We are looking for a reliable Operations Support person to handle the essential daily tasks at Adventures in Speech Pathology. You will be the person behind the scenes making sure our systems are updated, and our customers get the help they need. It’s a vital, hands-on role in a small team where your attention to detail keeps the day-to-day moving.

Commitment & Growth: This is a long-term position for a committed professional, not a "gig" or short-term project. We are looking for someone to start in a part-time capacity, with the ability to scale as the business expands. Beyond the core areas listed below, you will also provide general operational support for other business needs as they arise.

Key Responsibilities:
High-Quality Customer Support (Help Scout)
Manage the team inbox with a focus on high-quality, empathetic service.
Triage 45–60 tickets per week, relating to our digital downloads shop, website, online courses, professional development events, our app, and more!
Handle technical account issues, including account merges, product access problems, password resets, and "My Account" resolutions.
Utilize saved replies where available.

E-commerce & Product Hygiene (WooCommerce):
Maintain our digital storefront to a high standard by performing regular shop audits, updating product descriptions/thumbnails, uploading product updates, and managing site-wide sales.
Update product SEO, delete old media files to keep the site lean, and ensure all product digital assets are correctly linked and functioning properly.

Event Coordination Support & Logistics:
Handle the digital management of professional development events.
Reconcile ticket sales against attendee lists and manage large volumes of automated email communications.
Coordinate attendee dietary requirements and ensure professional certificates are generated and distributed accurately.

Online Course Operations & Student Support (Zenler):
Champion this growing area of our business from the support side.
Act as a dedicated advocate for our students' success, ensuring every learner has a seamless experience from enrollment through to completion.
Handle manual student enrollments and manage course access extensions while maintaining full oversight of automated email communications triggered by the platform.
Work with our operations manager on building out online courses.

AI-Driven Systems & Data:
Utilize AI (Gemini and Claude) extensively to stay organized and efficient.
Act as a proficient AI user capable of advanced prompting and using these tools at a high level to troubleshoot workflows or refine data.
Extract CSV data from ---------- and meeting notes for analysis to help identify new business opportunities and take action items from our boards to completion with an AI-assisted workflow.

Technical Stack & Tools
Central Hub: ---------- (All work lives here)
Core Systems: Help Scout, WooCommerce, WordPress, Google Workspace, and Zenler
AI Tools: Gemini and Claude
Hardware you require: A computer with a dual-screen setup and good internet access is non-negotiable.

Candidate Profile:
Resourceful Problem Solver: You are a "figure-it-out" person who uses SOPs and AI at an advanced level to troubleshoot before escalating.
Meeting Culture: Punctual attendance at our high-frequency meetings on Australian time (initially Mon/Wed/Fri) is critical to maintaining our high standards and growth.
Autonomous Operator: You take ownership of action items on our boards and move them to completion without needing constant reminders.
Committed: You are looking for a long-term home where you can grow alongside the business and handle diverse operational tasks.
Must have WooCommerce skills and experience.

TO APPLY: Please reach out with your experience and follow these instructions exactly:

Include the word "RESOURCEFUL" in your subject line so I know you’ve read this through.

Shoot me a quick message explaining why you are the right fit for our specific business